Microsoft Dynamics CRM Online is a user-friendly and affordable CRM software, particularly for Microsoft Office users. While there are some missing features, the product is still a simple solution with minimal headache and an appealing uptime guarantee.
The Microsoft Dynamics CRM Online interface looks and feels a lot like Windows 8. The menu system is easy to navigate and includes quick access to sales, marketing, and other relevant options. You also have the ability to switch between dashboards and to customize each dashboard with the metrics and information you value the most.
Powerful reporting capabilities:
Select from a large list of prebuilt reports, slice and dice data in Excel pivot tables, and create custom reports through the report wizard or through the SQL Server Reporting Service (SSRS). You can open up an Excel file containing a report and refresh it directly from the file without having to go into your CRM application. Dashboards offered by Microsoft Dynamics CRM Online are slightly a cut above the rest. They offer you the ability to drill down into sub-data, modify the layout, and obtain in-line data visualization, giving users the ability to visualize data through intelligent charts and graphs.
Great online support:
The online resource center contains useful material that helps you get started with and continue using Microsoft Dynamics CRM Online. You can view what's new with the product, quick-start guides, popular searches, training videos, a knowledge base, FAQs, forums, and the CRM team blog. Forums enable you to search for a solution to an issue you're having or post a new question. Moderated by support engineers and product group team members, this is a good channel of technical support for the product. Additionally, the Facebook page is useful for solving problems; just post your question on the wall and expect a quick response.
Organized data management:
You can configure Microsoft Dynamics CRM Online to track changes on certain record types and fields, and record data such as the change made, the time and date, and the user who made the change. The auditing tool helps you conduct user training, drive efficient processes, and keep compliance with internal and external regulations. You can also eliminate duplicate data to help maintain data quality. Rules can be created for multiple fields. For example, you can create a rule to check for duplicate contacts if they have the same name and email address.
Excellent uptime guarantee:
Microsoft offers a guaranteed uptime with a 99.9% financially backed service level agreement for its online CRM solution. This is a great way to provide peace of mind for customers, especially larger organizations that rely more heavily on their CRM software.
Only runs on Internet Explorer:
Microsoft Dynamics CRM Online is currently not supported by any other browser. This means that users on a Mac or Linux operating system aren't able to access the CRM application without setting up a Windows virtual machine of some sort. This is quite inconvenient and time-consuming for non-IE users, who may want to consider other CRM solutions that don't require this added step during setup.
Mediocre marketplace for third-party solutions:
Through Pinpoint, you can find available applications to integrate with Microsoft Dynamics CRM Online. This is a very small marketplace with not enough user ratings, which limits your ability to easily find third-party solutions to further extend your CRM capabilities.
$15 - $65/user
Number of Users
5 - Unlimited
5GB - 50GB
Customer Support Automation
Case Management - You can create, track, and manage customer cases.
Email-to-Case - You can capture a customer case from email.
Knowledge Base - You can publish a knowledge base to contain solutions to be shared with users in your organization and customers.
Service Contracts - You can create, track, and manage service contracts - which is an agreement between you and your customers.
Solutions - You can create, view, and manage solutions used to solving customer cases.
Web-to-Case - You can capture a customer case online through web forms on your website.
Computer Telephony Integration (CTI) - Computer Telephony Integration (CTI) is enabled for this product. At a minimum, this allows you to manage incoming and outgoing calls.
Self-Service Portal - You can provide online support for your customers through a self-service portal.
Campaign Activities - You can create activities, waves, or hierarchies within a marketing campaign.
Campaign Cloning - You can easily clone or copy an existing marketing campaign.
Campaigns - You can plan, create, track, and manage marketing campaigns through the CRM application.
Campaign Wizard - You can get step-by-step guidance in creating marketing campaigns.
Email Templates - You can utilize pre-defined email templates or create your own.
Mass Emailing - You can send a mass email message to multiple recipients.
Web-to-Lead Forms - You can create and publish forms on your organization's website to gather information and capture new leads.
Reporting and Analytics
Analytic Snapshot - You can report on and view historical data.
Campaign Metrics Reporting - You can get reporting on campaign metrics such as: ROI, bounce emails, unique emails open, total email click-throughs, unique email click-throughs, and click-to-open rate.
Charts - You can create, edit, and view charts with data from the CRM application.
Customizable Dashboards - You can customize dashboards.
Custom Reporting - You can create, edit, and view reports with data from the CRM application.
Dashboards - You can view data through dashboards.
Drill-Down Capable - You can drill down on a report or chart to see the data set used.
Export Reports - You can run and export reports from the CRM application. Typical report formats are CSV, PDF, and XLS.
Multiple Report Types - You can view a report in different formats. These formats include tabular, summary, or matrix.
Pre-Built Reports - The product comes stocked with pre-built reports.
Report Builder - You can set up new reports or existing ones through a report builder.
Sales Reports - You can report on opportunities and leads.
Support Reports - You can report on cases and solutions for your organization.
Scheduled Reports - You can schedule a report to run daily, weekly, or monthly. Some products also have the functionality to email the report to you automatically.
Sales Force Automation
Account Management - You can create, track, and management accounts.
Activity Tracking and History - You can track current and historical activities for a record, such as accounts, contacts, and leads.
Competitor Tracking - You can track competitors' strengths and weaknesses for your opportunities.
Contact Management - You can create, track, and management contacts.
Contract Management - You can create, track, and management business contracts.
Customizable Sales Forecasting - You can customize sales forecasts.
Customizable Sales Process - You can customize sales processes for your organization.
Document Library - You can store files in the document library. These are files that are often shared with your contacts and accounts.
Lead Management - Leads are potential customers. You can create, track, and manage leads in the CRM system.
Lead Routing - You can route leads to the appropriate person or team.
Lead Scoring - You can score leads.
Multiple Currencies - Your administrator can set up your CRM system to use multiple currencies.
Opportunity Tracking - You can track and manage opportunities, which are sales or pending deals, for your organization.
Product Catalog - You can create, track, and manage products and price lists.
Qualify and Convert Lead - You can qualify and convert a lead to an account, contact, or opportunity.
Quota Management - You can set and monitor sales quotas for your sales representatives.
Quotes - You can create and share quotes for customers.
Sales Forecasting - You can create and generate sales forecasts to see what your expected sales revenues are.
Assets - Assets are specific products your customers have. You can create, store, and manage this in the CRM system.
Opportunity Alerts - You can set up alerts to monitor deals from opportunities.
3rd Party Integration
Microsoft Excel - You can integrate the product with Microsoft Excel.
Microsoft Word - You can integrate the product with Microsoft Word. This is useful for such tasks like creating mail merge templates with data from the CRM application.
Facebook - You can integrate the product with Facebook, which enables you to view a contact record's profile from within the CRM application.
Google Apps - You can integrate the product with Google Apps.
LinkedIn - You can integrate the product with LinkedIn, which enables you to view a contact record's profile from within the CRM application.
Twitter - You can integrate the product with Twitter, which enables you to view and join in on real-time customer conversations.
Fields - You can customize fields in the CRM application. Depending on the product, this can mean renaming, creating, or ordering fields.
Manage List Views - You can customize list views in the CRM application to see a specific set of records.
Marketplace - You can customize the CRM application by adding applications, either from the company or a 3rd party, through a marketplace or app store.
Personal Display - You can change display options in the CRM application to personalize the user interface based on role.
Tabs/Modules - You can customize tabs or modules in the CRM application. Depending on the product, this can mean renaming, creating, ordering, or grouping tabs or modules.
Formula Fields - You can create formula driven fields in the CRM application.
API - The product has an API feature that enables you to access your organization's information from the CRM application.
Data De-duplication - You can identify, fix, and reduce duplicate data through data de-duplication.
Data Import - You can import data into the CRM application. Most commonly in CSV or XLS formats.
Deleting Mass Data - There is an option to export all of your data in the CRM application.
Monitoring - You can merge duplicate data.
Record Merge - You can merge duplicate data.
Export Backup Data - There is some level of monitoring functionality that enables you to track certain tasks like: bulk data load jobs, inbound emails, usage, or workflow queues.
Microsoft Outlook - You can view and send email from a Microsoft Outlook email within the CRM application.
Gmail - You can view and send email from a Gmail account within the CRM application.
IBM Lotus Notes - You can view and send email from an IBM Lotus Notes email within the CRM application.
Yahoo - You can view and send email from a Yahoo email account from within the CRM application.
Blog - There is a blog for the product.
FAQ - There are frequently asked questions (FAQs) for the product.
Knowledge Base - There is a knowledge base for the product.
Training - Some level of online training is available for the product. Typically as courses or classes.
User Guides - User guides are available for the product.
Videos - Videos are available for the product.
Best Practices - You can find best practices for the product. Typically in implementation of the product in your organization.
Webinars - There are webinars for the product.
Access to Accounts - You can access account records from the CRM application on a mobile device.
Access to Cases - You can access case records from the CRM application on a mobile device.
Access to Contacts - You can access contact records from the CRM application on a mobile device.
Access to Dashboards - You can access dashboard(s) from the CRM application on a mobile device.
Access to Leads - You can access lead records from the CRM application on a mobile device.
Access to Opportunities - You can access opportunity records from the CRM application on a mobile device.
Access to Tasks - You can access tasks from the CRM application on a mobile device.
Android - You can access the CRM application with an Android phone.
Blackberry - You can access the CRM application with a Blackberry.
Can Edit - You can make edits to data in your CRM application on a mobile device.
iPad - You can access the CRM application with an iPad.
iPhone - You can access the CRM application with an iPhone.
Windows - You can access the CRM application with a Windows phone.
Security and Administration
Data Sharing Rules - Data sharing rules enables administrators and/or users to grant access to defined sets of users.
Field-level Security - Field-level security enables administrators to restrict view and edit access for certain fields in the CRM system.
Security Groups - Administrators can create and manage groups in the CRM application. This may include groups based on location, department, or job profiles.
Territory Management - Territory management enables administrators to grant access to accounts based on characteristics of the accounts. Often is used to structure sales territories.
User Management - User Management enables administrators to perform certain tasks for users like create user, reset password, and assign permissions.
Forums - A community for support with common product problems. Typically made up of users and product specialists from the company. Also known as "communities" or "answers".
Live Chat - You can get assistance with customer or technical issues with a representative online through live chat.
Social Media - The company has a social media presence in Twitter, Facebook, and/or Google+. This could be a viable support channel for some products.
Tickets/Case - You can get assistance with customer or technical issues by submitting a ticket/case/service request online, most commonly through a customer service portal.
Email - You can get assistance with customer or technical issues with a representative through email.
Phone - You can get assistance with customer or technical issues with a representative through phone support.
Auto Response Rules - You can create auto response rules to automatically send email responses based on a set of conditions.
Case Assignment Rules - You can create case assignment rules to specify how cases are assigned to users or queues.
Custom Workflows - You can create custom workflows to automate procedures and business processes.
Escalation Rules - You can create escalation rules to escalate cases to users or queues if they are not resolved within a certain time period.
Lead Assignment Rules - You can create lead assignment rules to specify how leads are assigned to users or queues.
Visual Workflows - You can create workflows visually in diagram structure.
Invoices - You can create and manage invoices (customer bills).
Sales Orders - You can create and manage sales orders for customers.
Price Books - You may sell products to customers at variable prices. Use price books to track and manage this.
Purchase Orders - You can create, track, and manage purchase orders.
Vendor Management - You can track and manage vendor information.
Monthly Rate: $65/user
Number of Users: Unlimited (5 minimum)
Data Storage: 5GB - 50GB
Monthly Rate: $30/user
Number of Users: Unlimited (5 minimum)
Data Storage: 5GB - 50GB
Monthly Rate: $15/user
Number of Users: Unlimited (5 minimum)
Data Storage: 5GB - 50GB
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